Customer Services Manager - Securities firm

Randstad Hong Kong Limited; Hong Kong; On-site; HKD 900,000 - 1,300,000; Full time

Job summary

Randstad Hong Kong Limited is seeking a capable Customer Service Leader for a leading financial institution. You will oversee the daily account operations, verify online/offline openings, process deposits and withdrawals, and ensure accurate data handling while maintaining strong client relationships.

You will develop and refine SOPs, deliver regular team training on securities and derivatives knowledge, regulatory updates, and ensure compliance with SFC rules, KYC/AML/CDD procedures, and

Qualifications

• Bachelor's degree in a relevant field, with hands-on customer service experience.
• Holder of an active SFC Type 1 Licence.
• Client-centric, proactive, self-driven, and detail-oriented with strong teamwork.
• Excellent communication and presentation skills under pressure.
• Proficient in MS Office, especially Excel, and Chinese word processing.
• Fluent in English and Chinese (Cantonese and Mandarin).

Responsibilities

• Lead and supervise daily account operations including online/offline account opening verification, fund deposits and withdrawals, information updates, and stock transfers.
• Formulate, implement, and continuously optimise the department's SOPs and service workflows to enhance operational efficiency and service quality.
• Plan and execute internal team training to ensure members master securities and derivatives product knowledge, system operations, and regulatory updates.
• Handle customer inquiries via hotline, email, and live chat to provide daily operational support.
• Properly handle major client complaints and disputes, and establish subsequent improvement plans.
• Assist in maintaining strong relationships with retail and institutional clients, delivering professional and personalised support services.
• Ensure all customer service workflows strictly comply with Hong Kong SFC regulatory requirements and internal company policies.
• Rigorously execute KYC, AML, and CDD procedures to ensure the authenticity and completeness of client data.
• Cooperate with Compliance and Internal Audit teams on periodic business reviews; properly manage client agreements, account opening documents, call recordings, and other record archives.
• Maintain close cross-departmental communication to ensure seamless alignment of middle-and-back-office operations.
• Participate in testing and upgrading the company's mobile trading App and CRM system, providing product requirements based on client feedback.
• Collaborate with senior management to drive cross-departmental projects.

Skills

Client focus

Communication skills

Excel / MS Office

Bilingual English & Chinese

Teamwork

Education

Bachelor's degree in a relevant field

Tools

SFC Type 1 Licence

Job description

About the company

A reputable financial institution in Hong Kong, offering comprehensive securities and derivatives trading services. Known for its commitment to regulatory excellence and client satisfaction, the firm provides a dynamic, stable, and highly collaborative environment for financial professionals to grow and thrive in a competitive market.

About the team

You will lead a dedicated and professional customer service team, working collaboratively in a fast-paced environment. The team maintains close communication with front-line sales, the trading desk, settlement, and IT departments, ensuring a seamless and supportive middle-and-back-office operation.

About the job

• Lead and guide the Customer Service team; fully supervise daily account operations, including online/offline account opening verification, fund deposits and withdrawals, information updates, and stock transfers.


• Formulate, implement, and continuously optimise the department's Standard Operating Procedures (SOPs) and service workflows to enhance operational efficiency and service quality.


• Plan and execute internal team training to ensure members master securities and derivatives product knowledge, system operations, and the latest regulatory updates.


• Handle customer inquiries via hotline, email, and live chat to provide daily operational support.


• Properly handle major client complaints and disputes, and establish subsequent improvement plans.


• Assist in maintaining strong relationships with retail and institutional clients, delivering professional and personalised support services.


• Ensure all customer service workflows strictly comply with Hong Kong Securities and Futures Commission (SFC) regulatory requirements and internal company policies.


• Rigorously execute Know Your Customer (KYC), Anti-Money Laundering (AML), and Customer Due Diligence (CDD) procedures to ensure the authenticity and completeness of client data.


• Cooperate with Compliance and Internal Audit teams on periodic business reviews; properly manage client agreements, account opening documents, call recordings, and other record archives.


• Maintain close cross-departmental communication to ensure seamless alignment of middle-and-back-office operations.


• Participate in testing and upgrading the company's mobile trading App and CRM system, providing product requirements based on client feedback.


• Collaborate with senior management to drive cross-departmental projects.

Skills & experiences required

• Bachelor's degree in a relevant field with hands-on experience in customer service and daily operations.


• Holder of an active SFC Type 1 (Dealing in Securities) Representative Licence.


• Client-centric, proactive, self-driven, and detail-oriented, with a strong teamwork spirit.


• Excellent communication and presentation skills, with the ability to work effectively under pressure.


• Proficient in Microsoft Office (especially Excel) and Chinese word processing.


• Fluent in English and Chinese (both Cantonese and Mandarin).